Severity vs.

Priority Definitions: All customer-reported software defects are classified by selecting from four (4) severity categories and three (3) priority categories. Severity identifies the impact of the defect on the general product functionality. Priority identifies the urgency for which a solution must be found. If the defect was customerreported, the assigned priority reflects the needs of that particular customer. If the defect was reported internally, the assigned priority will reflect the impact on the general user community. A Severity or Priority of 1 is the most critical. Severity and priority are evaluated independently, but are often the same numbers when a problem is critical (i.e. a severity 1 defect is likely to also be a priority 1).

Severity 1
Critical to the overall system operation. Prevents the system from being operational. Examples may include: inability to install the software inability to run one or more critical applications inability to access critical data inability to create/update tickets or dispatch to contacts a Gasper System Exception error that causes the system to abend events that lockup a critical application and require a manual restart

Severity 2 Important to the overall system operation. System is semi-operational, but one or more critical features are not working as designed and documented in the Gasper User Manual. Examples may include: erroneous or missing ticket data inability to add or delete users in the system performance issues such as slow database updates, which are clearly unacceptable

Severity 3 Affects only non-critical application(s). The defect is not critical to the overall system operation. Minor impact to the products ability to perform according to the Gasper User Manual. Examples may include: functionality errors in the user documentation or the user interface performance issues such as slow database updates, which are marginally acceptable Error logs filling up with unnecessary information, leaving no room for useful information.

Severity 4 No impact on system functionality. Examples may include: typographical errors such as a misspelled word. Incomplete or vague error messages. a deviation from Gasper standards which does not affect system functionality. cosmetic issues such as a user-interface control which is not aligned properly.

Priority 1
High: Customer is unable to use a Gasper Production System, resulting in a serious impact on customer operations. No workaround available. Does not have to be a Severity 1 defect. Examples may include: Message Processor, Scheduler, Dispatcher, all Gasper Workstations, or Automated Command Manager is inoperable. A Gasper error (or exception) that prevents customer-critical processing. Dispatches are not being received by any contacts. No incoming or outgoing calls being made. Major database issues were caused by Gasper Corp. (data corruption or loss of data / connectivity) A customer-critical report is not working.

Priority 2 Medium: If the customer has a workaround, that workaround is short-term only. A more acceptable workaround is needed. If no workaround is available, the customer either has limited use of a Gasper Production System which is impacting their business or the customer has limited use of a Gasper Test System, which will cause a critical schedule delay in migrating to a Production System. Examples may include:

Message Processor, Scheduler, Dispatcher, all Gasper Workstations, or Automated Command Manager are functioning in a limited capacity. Ticket comment records are being recycled in a short period of time, causing a loss of archived ticket data. Ticket records are recycling prematurely. Duplicate Object IDs are being created in the database. Unable to add or delete Gasper objects or users. Gasper FTP app is inoperable causing Shared-Directory dispatching to be non-functional. EDI dispatching is marginally operable. Ticket Export feature is inoperable. A Gasper error occurs but does not cause the app to abend. Customer can keep working even though some non-critical features of the app are inoperable. Calling scripts are not working correctly. Scripts have been temporarily rewritten to avoid defect.

Priority 3 Low: Problems that do not significantly affect customers Production or Test System operations. Examples may include: A workaround is not required while the customer waits for a formal defect fix. Customer has a completely acceptable workaround and is willing to wait for a formal defect fix. Tickets are being printed using the wrong font. Non-critical Gasper User Security feature is not working. Non-critical application problem that rarely occurs and is not reproducible by Gasper or Customer Gasper documentation discrepancy; typographical error in the user-interface or report; functionality not documented in the Gasper User Manual. Display of superfluous user-interface controls which are not used, but do no harm.

Rejection of a Defect
A defect report may be rejected by the Defect Review Board for reasons which include the following: Product functions as designed and documented in the Gasper User Manual. This is a limitation of the design architecture and cannot be easily changed. This is really a request for a new feature or enhancement. This is a duplicate of a defect that has already been reported and accepted/rejected.